Summary
Work History
Education
Skills
Timeline
Generic

Kaitlyn Ehman

Grand Junction

Summary

Friendly and proactive individual with strong problem-solving abilities and passion for technology. Knowledgeable in basic networking concepts and familiar with troubleshooting software and hardware issues. Committed to delivering solutions that enhance user productivity and operational efficiency. Experienced with troubleshooting and resolving technical issues promptly. Utilizes strong communication and problem-solving skills to effectively assist users and ensure optimal system performance. Knowledge of various hardware and software platforms, providing comprehensive support and technical guidance.

Work History

Technical Support Specialist

Deako
  • Provided remote technical support for customers and internal teams, resolving complex hardware and software issues
  • Acted as a primary resource for advanced troubleshooting and escalations
  • Trained new hires and contributed to onboarding processes, improving team performance
  • Created and maintained internal documentation to support workflows and knowledge sharing
  • Collaborated with cross-functional teams to resolve issues and improve customer experience
  • Managed high-volume support interactions while maintaining strong customer satisfaction
  • Remote
  • Provided technical support to customers through various communication channels, resolving issues efficiently.
  • Assisted in troubleshooting software and hardware problems, ensuring customer satisfaction.
  • Mentored new team members on best practices for customer interaction and problem-solving techniques.
  • Analyzed recurring technical issues to identify trends and recommend proactive solutions.
  • Collaborated with cross-functional teams to improve service delivery processes and reduce resolution times.

IT Help Desk Technician II

ANB Bank
Grand Junction, CO
  • Delivered Tier 2 technical support across hardware, software, and network environments
  • Managed Active Directory accounts, permissions, and group policies
  • Configured and supported VPN access for secure remote connectivity
  • Diagnosed network issues using tools such as ping, traceroute, and Wireshark
  • Performed hardware repairs and maintenance on desktops, laptops, and peripherals
  • Collaborated with vendors and internal teams to implement and support IT solutions
  • Provided training to employees on systems, security practices, and new technologies
  • Maintained accurate documentation of systems, assets, and infrastructure
  • Assisted in troubleshooting network connectivity problems to ensure uninterrupted service.
  • Documented and resolved customer inquiries efficiently, improving response times.

Geek Squad Consultation Agent

Best Buy
  • Delivered technical consultations and troubleshooting for consumer electronics
  • Diagnosed issues and recommended tailored solutions based on customer needs
  • Built strong customer relationships through clear communication and trust
  • Assisted customers in product selection, enhancing overall shopping experience.
  • Resolved customer inquiries efficiently, ensuring satisfaction and loyalty.
  • Updated product knowledge regularly to provide accurate information to customers.
  • Trained new staff on operational procedures and customer engagement techniques.

Technical Support Specialist

Startek
  • Provided high-volume technical support for software and hardware issues
  • Troubleshot and resolved complex customer problems efficiently
  • Documented support cases and solutions to improve team knowledge sharing
  • Collaborated with internal teams to escalate and resolve advanced issues
  • Documented and tracked customer interactions using ticketing systems for accurate record-keeping.
  • Educated customers on product features and functionalities, enhancing user experience.
  • Developed training materials to enhance team knowledge on software updates and system changes.

Technical Support Representative

Bond Television
  • Assisted customers with troubleshooting TV issues and coordinating repairs
  • Scheduled service appointments and ensured timely resolution
  • Maintained accurate records of customer interactions and service history
  • Provided technical assistance to customers via phone and email, resolving issues efficiently.
  • Documented customer interactions in ticketing system, ensuring accurate record-keeping and follow-up.
  • Collaborated with team members to improve support processes, streamlining workflow for faster resolution times.

Education

Technical Degree - Information Technology

Intellitec College

Technical Degree - Office Administration & Business Management

Collbran Job Corps

Skills

  • Active Directory (User Management, Group Policy)
  • Windows OS & Desktop Support
  • Networking: TCP/IP, DNS, VPN
  • Hardware & Software Troubleshooting
  • Remote Support Tools
  • Ticketing Systems (Zendesk)
  • Microsoft Office Suite
  • Shopify Admin
  • Meta Business Suite
  • HubSpot Utilization
  • Basic Linux Knowledge
  • Technical Troubleshooting
  • Customer Support Excellence
  • Training & Knowledge Sharing
  • Process Improvement
  • Cross-Team Collaboration
  • Time Management
  • Software installation
  • Printer setup
  • Application support
  • IT documentation
  • Remote support
  • Mobile device support
  • System diagnostics
  • Incident reporting
  • Ticket management
  • Problem resolution
  • Technical issues analysis
  • User support
  • Customer service expert
  • Technical support

Timeline

Technical Degree - Office Administration & Business Management

Collbran Job Corps

Technical Support Specialist

Deako

IT Help Desk Technician II

ANB Bank

Geek Squad Consultation Agent

Best Buy

Technical Support Specialist

Startek

Technical Support Representative

Bond Television

Technical Degree - Information Technology

Intellitec College

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Kaitlyn Ehman